Resume of Tim Murray

505 Terrace Oaks Drive Tim Murray Roswell, GA 30075-1378 mailto:[email protected] (770) 546-1397

Summary  Over 13 years’ experience in technical writing and design of professional instructor-led and self-paced training materials  Wide variety of experience and disciplines: sales force training, hands-on application training, telecomm, medical, logistics, documentation management, etc.  Frequently assume a key role in product development and roll-out, typically in user interface and testing/quality assurance  Engineering and programming background mean greater understanding of nearly any subject matter  Especially adept at simplifying complex concepts for the reader

Software Skills  Microsoft Windows operating systems and Office products  Macintosh operating system  FrameMaker, Acrobat, Illustrator, Photoshop, InDesign, GoLive, RoboHELP, Visio, Freehand, CorelDRAW, QuarkXPress, WordPerfect

Employment

1988–present President of TechKnowledge Corp., providing computer consulting and training, project management, instructional design, and technical communications for major companies in the Southeast. Clients and projects are listed in the following section.

2000–2002 Clarus Corp., Suwanee, Ga. — Technical writer and instructional designer. Wrote user guides, HTML-based online help, and instructor-led training for Web-based B2B applications. Wrote corporate best practices, including release numbering, documentation standards, and trademark and copyright standards.

Clients For each of the following, FrameMaker, Word, Acrobat, Photoshop, and Illustrator were the primary tools.

Verizon Wireless Wrote training/user guides for several systems used by National Wireless accounts (formerly 1999 to present GTE Wireless) used for tracking their largest corporate clients; training for iBAS, an end-user Web-based application for analyzing billing history and trends; and training for Single System Interface (SSI), a Web-based application used by customer service to activate and manage phones for large corporate accounts. 2 months in 99, 3 in 2001, 6 in 2004 Mariner Health Mariner, the nation’s largest provider of long-term care, needed to streamline the development of Care printed training materials that accompanied their video training. I guided them in the switch from 1999 to present Word to FrameMaker, saving more than half the time over previous methods. Also wrote user guides and provided user interface guidance for Web-based applications used by accounts receivable, and created a uniform set of application and new-hire packets, pulling together dozens of separate documents into a single set of PDFs, with automation to provide for state-specific requirements. Created Web-based database of product codes for Medicare Part B billing, and rewrote the part B billing guidelines for distribution to facilities. Fall of 99 thru 2003 fairly full time, here and there in 2004 Nova Information Nova, one of the nation’s largest providers of credit card transaction services, needed to combine Systems their own retailer best-practices guides and the guides Systems of companies they have acquired. 1999 to 2000 The result was a three-volume guide for retail merchants, covering fraud protection, daily operations, Web design, and specific requirements of various card vendors and banks. Worked directly with credit card companies and banks. 3 months in 99, 1 months in 2000 Home Depot Trained staff in using FrameMaker for greater efficiency. Developed more efficient work flows 1999 to present and file management systems. Also wrote training for benefits, management performance and mentoring, and corporate and store sales operations. Wrote training for a number of topics, from in-store computer systems to the application of Six Sigma (hypothesis testing, regression, etc.) to business practices. 6 months in 99, 3 in 2000, 2 in 2002, 3 in 2004 BellSouth Project manager for MS Access programmers in the development of a major sales and marketing 1999 analysis tool that pulled about five years of historical sales data from a number of resources (Oracle, Access, Fox Pro, et al.). Wrote accompanying training and user guide. 6 months Sears Tire Group Combined the training from STG, National Tire and Battery, and other acquired companies into 1996 to 2000 a uniform approach. Wrote new self-paced and instructor-led training materials for tires, batteries, shocks and struts, and other components. Included certification tests. Wrote train-the- trainer guide and a training reference guide, used nationally to roll out the new approach to training associates and tracking their performance. Most of 96 and 97, a month in 2000 UPS Wrote instructor-led and hands-on training guides for the national rollout of the UPS OnLine 1996 to 1999 family of shipping software. Also wrote training guide and reference guide for new global sales force compensation plan. Reference guide discussed theories of how incentives affect sales performance, how these theories are applied to salary and bonuses, and expanded upon computational models and how these models are implemented in software. Other projects included training for LINK (a sales tracking tool), UPS Envoy (shipping software for non-U.S. customers), and a training overview for UPS technology in general. Fairly full time in 96, GTE Wireless Wrote instructor-led training for salespeople using mainframe switch-operating software and 1997 to 1998 billing systems that were formerly used solely by customer service. Wrote basic training on cellular technology in general, targeted to new hires in sales and marketing. 6 months in 97, 3 in 98 Powertel Wrote training and reference guides for its activation and billing system about how to activate 1997 to 1998 new accounts, how to make changes to current accounts, and how to resolve billing problems. Also included many policies and procedures relative to customer service. 8 months in 97, 3 in 98 Coca-Cola Wrote user guides for a logistics-planning toolkit that works with the CAPS Logistics Network 1997 Platform, an application that analyzes logistics models (plant and warehouse locations, transportation methods, etc.). Also wrote a reference guide on the theory and execution of logistics planning. 6 months

Education Nova University, Davie, Fla. 1986 B.S. Computer Engineering. GPA 3.3

Affiliations  Member of Society for Technical Communication  Voluntary sysop for Adobe User to User forums, primarily in the FrameMaker and Acrobat groups